Service Level Agreement

1. Active Checks

 Measure: This service is measured by reference to whether the end user is able to access Active Checks dashlet, trends, inventory and alerts.  New alerts and data streams will update at least every 90 minutes subject to the 3rd party API connector being fully functional.

The monthly uptime percentage is calculated on the basis of the below formula:

Total available minutes per month – number of minutes service unavailable / Total available minutes per month x 100

Service Credit:

Monthly Uptime Percentage Service Credit % for month
99.1 - 99.9% 15%
98.1 - 99% 25%
95.1 - 98% 50%
<95% 100%

2. Operational Checks

 Measure:

This service is measured by reference to whether the end user is able to access and edit Operational Checks. The monthly uptime percentage is calculated on the basis of the below formula:

Total available minutes per month – number of minutes service unavailable / Total available minutes per month x 100.

Service Credit:

Monthly Uptime Percentage Service Credit % for month
99.1 - 99.9% 15%
98.1 - 99% 25%
95.1 - 98% 50%
<95% 100%

3. Credit Request Process and Service Credits

The Licensor shall report to the Licensee the Monthly Uptime Percentage for Active Checks and Operational Checks, calculating such percentages in good faith.

To receive a credit Licensee must submit a credit request to support@threataware.com. A credit request will include details and dates of the relevant anomalies. Subject to verification by the Licensor, the Licensor will apply the appropriate credit (within 14 days) and notify Licensee accordingly. In any event, the Licensor’s maximum accumulative liability to Licensee under this Schedule C in any calendar month shall be no more than 100% of the fees paid by Licensee for the applicable month.

4. Service Level Conditions

Service Levels will not apply to the following circumstances:

  • During any trial periods
  • Periods of planned maintenance, provided such maintenance is performed outside of the Licensee’s business hours
  • Periods of non-availability due to a force majeure event, or periods of suspension of Service by the Licensor in accordance with this Agreement.
  • A denial of service attack from a third party or Licensee customer causes a denial of service attack to occur (or any similar event).
  • Licensee or third party inability to access the Licensor’s servers due to a failing in the Internet.
  • Viruses introduced to Licensee’s systems by Licensee.

5. Support Response Times

Telephone and email support available during working hours (9am to 6pm) GMT.

Service Credit:

Priority Response Time
1 30 minutes
2 2 hours
3 4 hours

Priority Definition:

  1. Emergency – systems offline or data lose
  2. High  – Systems not functioning correctly or very poor performance
  3. Low – General query or small non critical issue.

The Licensor will keep the Licensee informed of the progress of resolving any Priority 1 or Priority 2 issues on a periodic basis, and at a minimum every 12 hours.